Patient Service Representative

Patient Services Representative

Primary job function is to work as part of a team to provide high quality, efficient service oriented patient care while demonstrating the health center's core values. Under the direct supervision of the Clinic Manager, the Patient Services Representative (PSR) is responsible for providing a high level of customer service to Camino's patients, community partners, and other health center employees. The PSR is responsible for effectively communicating with patients for the purpose of obtaining and relaying accurate information needed for processing their medical visit. The PSR is charged with answering phone calls from patients and the community and appropriately processing each request. The PSR is responsible for processing medical records and other patient related documents. The PSR uses the health center's electronic health record (EHR) and electronic workflow processes to conduct their work.

Ensure that the core values of Camino Health Center dignity, excellence, service and justice are carried out within daily tasks.

Essential Values-Based Competencies: Demonstrates values-based competencies in line with the four core values that are the foundation of all activities performed by employees in order to achieve the mission of the Camino Health Center.

Dignity: Demonstrates competence in communication and interpersonal relations

Excellence: Demonstrates competence in continuous improvement, continuous learning, and teamwork/collaboration

Service: Demonstrates competence in customer/patient focus, adaptability, and shaping change

Justice: Demonstrates competence in community orientation, stewardship, and strategic planning and action

Communication:

• Communicates with clients and patients in a respectful manner that creates and sustains positive working relationships.
• Welcomes patients and verifies appointment time and type.
• Assists patients and caretakers with the completion of medical history forms as needed.
• Verifies patient eligibility to participate in public programs.
• Addresses patient questions concerning services or method of payment.
• Administers the Certification of Income form and documents sliding fee schedule eligibility.
• Explains insurance coverage.
• Schedules patient appointments.
• Answers all incoming calls in a timely manner and responds appropriately, in a manner that conveys the health center's core values.
• Provides information for special needs.
• Makes simple referrals to other agencies.
• Calls patients to remind them of their upcoming appointments.

Documentation and Patient Flow:

• Accurately checks-in and acknowledges patients in the EHR.
• Collects demographic and health information needed to facilitate the patient encounter.
• Accurately enters registration information for new patients and updates for established patients in the EHR.
• Ensures patient registration information forms are complete and signed.
• Ensures the annual update to the Certification of Income form is completed and accurately documented in the EHR.
• Collects insurance cards and MSN acceptance letters when applicable.
• Accurately collects and documents co-payments, nominal fees and sliding fees.
• Discusses account balances and asks for past due payments.
• Provides patients with a statement of charges and payments.
• Reconciles cash collected daily and ensures that money has been secured in the safe.
• Obtains consent for treatment for all family members.
• Accurately completes all forms required for eligibility certification for public programs, including but not limited to CDP, CHDP, and CAIR.
• As appropriate, informs other health center team members of any specific patient needs.

Medical Records:

• Monitors electronic fax queues and accurately e-files documents.
• Distributes correspondence to Provider's bins from e-fax queue.
• Reviews Medical Records message queue and using standard protocols, acts on each item accurately and in a timely manner.
• Answers medical records phone calls and retrieves voice messages and acts on each consistent with standard protocols.
• Facilitates the release of medical records in a manner consistent with health center policies and applicable HIPAA regulations.
• Assists Medical Assistants with obtaining medical records as requested.

Additional Requirements:

• Able to work evenings and some weekends
• Able to work at various health center locations and outreach sites

Minimum Position Qualifications:

• Education: High school graduate or GED
• Experience / Training: Bilingual English/Spanish; Excellent customer service skills

Preferred Position Qualifications:

• Experience / Training: One year clinical/medical front office experience preferred; experience using an electronic health record
• License / Certification: BLS